Initial Business Response /* (1000, 6, 2015/05/05) */
In response to your Better Business Report Case # XXXXXXXX, *** *** vs***'s Tire & Automotive
X-Repair order INV.XXXXXXX at XXXXXX miles, The vehicle was brought to our Piner Ave locationCustomer complaint is that
the vehicle *** run and start but *** but *** not drive correctlyCustomer also stated No check engine light onTechnician could not verify customers complaintRoad tested vehicleNo running issues duplicatedVehicle had history codes stored in engine computerPerformed a fuel induction/injection service
3-9-Repair order INV.XXXXXXX at XXXXXX milesmiles had elapsed between visits and month and a half laterCustomers complaint is that the check engine light is on and the engine runs roughConfirmed engine codes,P(Multiple Engine Misfire) Pand P(Catalytic Convertor Efficiency codes) Note: Catalytic codes can be caused by engine misfireInspected spark plugs and wires, ok, Inspected fuel injectors, ok, Inspected distributor cap and rotor, ok, Tested distributor, okCleaned MAS air flow sensor after performing this cleaning the vehicle ran normalRoad tested vehicle approximately miles and no problem found
3-26-15, Repair order INV.XXXXXXX, at XXXXXX miles miles had elapsed between visits and days laterCustomers complaint was check engine light is on and vehicle is idling rough at times but is better than before also customer complained of a brake noise possibly from the front of vehicle.found front brakes metal to metal on left side and ok on right side due to sticking brake caliperand fuel injectors leaking fuel into engine causing misfirecustomer authorized repair to brakes and was going to think about fuel injector repairs (customer later called back and authorized replacement of fuel injectors) new fuel injectors were installed and vehicle was driven about miles with no check engine light or running issues
4-1-Repair order INV XXXXXXX at XXXXXX milesmiles had elapsed between visits in days laterCustomer reports that the vehicle idles rough and cuts out on the freeway (No Check Engine light on at this time)Inspected all prior repairs, No problems foundRoad tested vehicle after plus miles vehicle started to run roughAfter the vehicle cooled down it ran fineTested distributor while the vehicle was in failed state"By cooling down the distributor" and the rough running engine smoothed outDuring the testing process, no check engine light came onAdvised the customer that the distributor needed to be replaced*** was contacted over the phone and authorized the distributor at 12:00p on 4-1-Replaced the distributor and test drove with no problems found
4-17-15, Repair order INV.XXXXXXX at XXXXXX milesmiles had elapsed between visits in daysCustomer stats vehicle has excessive amount of smoke coming out of the tail pipeNo check engine light on, no rough running condition complaintVehicle was towed in from another shopInspected all prior repairsNo problems found**NoteEngine runs very smooth and has plenty of power but has excessive amount of smoke out tail pipe engine shows no misfires at this timeremoved plugs on passenger *** performed compression test (passenger *** is cylinders 1-3-5) 1=PSI 2=PSI 3=PSISpark plugs black but dry no wet oil on plugsremoved supercharger after inspecting oil level and it was ok, removed spark plug on right side #was very wet with oil and fuel looked inside combustion chamber with boroscope and see lots of carbon performed compression test cylinder 2=PSI performed leak down test on cylinder and found it to have 70% leakage past rings into oil panRecommend to replace engineEngine burns oil so severely that the engine runs low on oil after a very short drive, do not recommend to drive vehicle in this condition or it could cause even more damage to the engineRecommended to customer that the engine *** need to be replaced due to excessive oil in combustion chamber
This situation is very unfortunate and we empathize with the customerIn regards to repairing a vehicle that is years old with 165k miles and equipped with a supercharged VThe repairs that we performed on the vehicle were external and addressed the customers initial concernsThe present issue is internal and not related to any work we performedThis is an unfortunate series of events and we feel bad, but there is nothing that we did could have caused the motor to fail
Sincerely,
Initial Consumer Rebuttal /* (3000, 8, 2015/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Of course the business was going to deny any wrong doingThe concern was that the mechanic kept driving the vehicle when it was being road tested by them when it was violently stalling on the freeway after they messed with the original distributorThey didn't tow it like I didSo they just drove from Novato to Petaluma when truck should have been towedAll the expert Nissan mechanics that I have consulted said they had never seen a truck yes being years old and 160k miles fail likeBut once again, of course ***'s would deny any wrong doing or do the right thing if they destroyed my truckIt is very unfortunate that I trusted this shop to fix my truck or back their workAs far as middle ground? I have no truckIt was destroyed by a non caring companyNeed the damaged fixed done to my truck the company deny doing
Final Business Response /* (4000, 11, 2015/06/03) */
I have read the rebuttal response from *** ***The facts I have investigated still remain the same, the work we performed did not cause his motor failure
Final Consumer Response /* (4200, 13, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The sequence of events absolutely does not batheir opinion that they did nothing wrong either in their assessment of what was wrong with the truck or in how they tried to fix any so-called problems
I am still extremely dissatisfied with ***'s quality of work and level of customer service
Initial Business Response /* (1000, 6, 2015/05/05) */
In response to your Better Business Report Case # XXXXXXXX, *** *** vs***'s Tire & Automotive
X-Repair order INV.XXXXXXX at XXXXXX miles, The vehicle was brought to our Piner Ave locationCustomer complaint is that
the vehicle *** run and start but *** but *** not drive correctlyCustomer also stated No check engine light onTechnician could not verify customers complaintRoad tested vehicleNo running issues duplicatedVehicle had history codes stored in engine computerPerformed a fuel induction/injection service
3-9-Repair order INV.XXXXXXX at XXXXXX milesmiles had elapsed between visits and month and a half laterCustomers complaint is that the check engine light is on and the engine runs roughConfirmed engine codes,P(Multiple Engine Misfire) Pand P(Catalytic Convertor Efficiency codes) Note: Catalytic codes can be caused by engine misfireInspected spark plugs and wires, ok, Inspected fuel injectors, ok, Inspected distributor cap and rotor, ok, Tested distributor, okCleaned MAS air flow sensor after performing this cleaning the vehicle ran normalRoad tested vehicle approximately miles and no problem found
3-26-15, Repair order INV.XXXXXXX, at XXXXXX miles miles had elapsed between visits and days laterCustomers complaint was check engine light is on and vehicle is idling rough at times but is better than before also customer complained of a brake noise possibly from the front of vehicle.found front brakes metal to metal on left side and ok on right side due to sticking brake caliperand fuel injectors leaking fuel into engine causing misfirecustomer authorized repair to brakes and was going to think about fuel injector repairs (customer later called back and authorized replacement of fuel injectors) new fuel injectors were installed and vehicle was driven about miles with no check engine light or running issues
4-1-Repair order INV XXXXXXX at XXXXXX milesmiles had elapsed between visits in days laterCustomer reports that the vehicle idles rough and cuts out on the freeway (No Check Engine light on at this time)Inspected all prior repairs, No problems foundRoad tested vehicle after plus miles vehicle started to run roughAfter the vehicle cooled down it ran fineTested distributor while the vehicle was in failed state"By cooling down the distributor" and the rough running engine smoothed outDuring the testing process, no check engine light came onAdvised the customer that the distributor needed to be replaced*** was contacted over the phone and authorized the distributor at 12:00p on 4-1-Replaced the distributor and test drove with no problems found
4-17-15, Repair order INV.XXXXXXX at XXXXXX milesmiles had elapsed between visits in daysCustomer stats vehicle has excessive amount of smoke coming out of the tail pipeNo check engine light on, no rough running condition complaintVehicle was towed in from another shopInspected all prior repairsNo problems found**NoteEngine runs very smooth and has plenty of power but has excessive amount of smoke out tail pipe engine shows no misfires at this timeremoved plugs on passenger *** performed compression test (passenger *** is cylinders 1-3-5) 1=PSI 2=PSI 3=PSISpark plugs black but dry no wet oil on plugsremoved supercharger after inspecting oil level and it was ok, removed spark plug on right side #was very wet with oil and fuel looked inside combustion chamber with boroscope and see lots of carbon performed compression test cylinder 2=PSI performed leak down test on cylinder and found it to have 70% leakage past rings into oil panRecommend to replace engineEngine burns oil so severely that the engine runs low on oil after a very short drive, do not recommend to drive vehicle in this condition or it could cause even more damage to the engineRecommended to customer that the engine *** need to be replaced due to excessive oil in combustion chamber
This situation is very unfortunate and we empathize with the customerIn regards to repairing a vehicle that is years old with 165k miles and equipped with a supercharged VThe repairs that we performed on the vehicle were external and addressed the customers initial concernsThe present issue is internal and not related to any work we performedThis is an unfortunate series of events and we feel bad, but there is nothing that we did could have caused the motor to fail
Sincerely,
Initial Consumer Rebuttal /* (3000, 8, 2015/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Of course the business was going to deny any wrong doingThe concern was that the mechanic kept driving the vehicle when it was being road tested by them when it was violently stalling on the freeway after they messed with the original distributorThey didn't tow it like I didSo they just drove from Novato to Petaluma when truck should have been towedAll the expert Nissan mechanics that I have consulted said they had never seen a truck yes being years old and 160k miles fail likeBut once again, of course ***'s would deny any wrong doing or do the right thing if they destroyed my truckIt is very unfortunate that I trusted this shop to fix my truck or back their workAs far as middle ground? I have no truckIt was destroyed by a non caring companyNeed the damaged fixed done to my truck the company deny doing
Final Business Response /* (4000, 11, 2015/06/03) */
I have read the rebuttal response from *** ***The facts I have investigated still remain the same, the work we performed did not cause his motor failure
Final Consumer Response /* (4200, 13, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The sequence of events absolutely does not batheir opinion that they did nothing wrong either in their assessment of what was wrong with the truck or in how they tried to fix any so-called problems
I am still extremely dissatisfied with ***'s quality of work and level of customer service